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Ramp Logo Ramp · Customer Service

Associate Manager | Customer Experience

United States, New York, NY 88000.00 - 132000.00 USD / Year · Job Posted February 21, 2026
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Job Description

Ramp is hiring an Associate Manager to lead the frontline of our CX team — the agents who serve as the voice of Ramp for thousands of customers every day. This is a phone-first leadership role, with primary responsibility for our live phone support, while also ensuring consistent standards across secondary channels like chat and email. As a leader, you’ll set the tone for performance and culture: developing people, reinforcing standards, and ensuring our high bar for speed, accuracy, and empathy is consistently met.

Job Responsibility

  • Develop and coach your team — run 1:1s, deliver feedback that drives improvement, and mentor agents to grow while holding them accountable for results
  • Drive team performance and consistency — keep focus on key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks, SOPs, and coverage models, and addressing gaps quickly
  • Lead quality assurance for your team — own case grading, run QA sessions, and identify knowledge or behavior gaps that impact performance
  • Leverage data analysis to drive improvements — review performance trends and customer feedback to translate insights into coaching actions and process refinements
  • Cultivate a positive, motivating culture — build an environment where agents feel recognized, supported, and inspired to deliver their best work
  • Lead your team through change — ensure adoption of new workflows, tools, and AI-driven processes with clarity, communication, and steady leadership
  • Foster collaboration across peers and leaders — engage in and model open feedback, idea-sharing, and cross-functional problem-solving
  • Collaborate cross-functionally — partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the customer and agent experience
  • Stay connected to the work — handle escalations and occasionally take calls and tickets to remain close to customer needs and frontline realities

Requirements

  • Ability to work evenings, weekends, and some holidays
  • Minimum 2 years of experience in a leadership role
  • Minimum 3 years of experience in a customer-facing technical support role
  • Excellent written and verbal communication
  • Proven ability to deliver tailored coaching that drives individual and team growth
  • Ability to juggle multiple tasks through effective time management and prioritization
  • Ability to confidently give and receive feedback across all levels, and to adapt ideas based on collective input
  • Comfort leading teams through fast-paced change and adopting new tools, including AI

Nice to have

  • Experience working in a high-growth or startup environment
  • Exposure to FinTech or financial services
  • Comfort experimenting with AI-powered tools or automation in customer support

What we offer

  • 100% medical, dental & vision insurance coverage for you
  • Partially covered for your dependents
  • One Medical annual membership
  • 401k (including employer match on contributions made while employed by Ramp)
  • Flexible PTO
  • Fertility HRA (up to $10,000 per year)
  • Parental Leave
  • Unlimited AI token usage
  • Pet insurance
  • Centralized home-office equipment ordering for all employees
  • Health and Wellness stipend
  • In-office perks: lunch, snacks, drinks, and more
  • Budget for intra-office travel
  • Relocation support to NYC or SF (as needed)
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